Technical Support Specialist (based in South-East Asia) - night hours

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� Description

• • Own the customer journey from first question to lasting success. As a Technical Support Specialist you will be the first—and often only—human touchpoint for 3 million Hostinger users across 150 countries. Every live chat and ticket you handle has the power to turn a frustrated site owner into a lifelong brand advocate.
• • Deliver expert, empathetic support via live chat and tickets during night hours (Philippine time). You will troubleshoot everything from DNS propagation hiccups to WordPress plugin conflicts, translating complex server logs into plain-English steps that a first-time blogger can follow.
• • Act as the bridge between customers and product teams. When you spot a recurring pain point—say, SSL renewal emails that confuse users—you will document it, propose a fix, and follow it through to release. Your insights directly shape Hostinger’s roadmap.
• • Supercharge Kodee, our AI assistant. You will feed real chat transcripts into Kodee’s training set, refine answer flows, and A/B test new macros so the bot resolves more issues before they ever reach a human. The goal: make support feel effortless, not robotic.
• • Stay razor-sharp on technology. Weekly product drops, new TLD launches, and emerging PHP versions mean your knowledge base is never static. You will block out time each shift to test features in staging, update internal wikis, and share bite-size Loom videos with teammates.
• • Champion continuous improvement. Whether it’s a two-line tweak to a canned response or a full overhaul of the escalation path, you will own the change from idea to impact metric. We track CSAT, first-response time, and resolution rate—and celebrate when you move the needle.
• • Thrive in a 100 % remote, rotation-based schedule. Night coverage runs from 9 PM to 6 AM Philippine time, with occasional weekend rotations. You will coordinate handoffs in Slack, maintain a distraction-free home office, and keep your fiber connection faster than your customers’ ambitions.
• • Collaborate across borders. Your squad includes engineers in Lithuania, designers in Brazil, and marketers in Indonesia. Async updates, Notion docs, and fortnightly retros ensure no insight is lost across time zones.
• • Celebrate every win. When a customer writes, “You saved my launch day,” that victory is shared in #kudos, echoed in our monthly Town Hall, and immortalized in a digital badge. Recognition here is public, immediate, and heartfelt.